MBA商務(wù)英語寫作：抱怨、索賠和理賠信函

Settlements (理賠信函)

對于抱怨、索賠信函，最得要的是給予及時、迅速和明確的答復(fù)。若問題出現(xiàn)確屬自己的責(zé)任，應(yīng)立即設(shè)法糾正或謀求解決的方法，保持同客戶友好的合作關(guān)系；若一時沒有定論，也應(yīng)先回復(fù)來信，告知對方正在調(diào)查，設(shè)法彌補；萬一遇到不合理的要求應(yīng)心平氣和、態(tài)度禮貌指明，以求給對方留下良好印象，促使問題盡快解決。

此類信件大致可以分成以下兩類：

（一）Accept the Customers Request and Apologize (接受顧客要求并致歉)

在商業(yè)往業(yè)中，無論怎樣的小心為客戶服務(wù)，總不免出現(xiàn)失誤。然而，失誤本身并不可恥，重要的是勇于承認(rèn)并誠心致謙。書寫此類解決投訴信件時應(yīng)注意：

＊ 首先道謙，并說明正在采取或準(zhǔn)備采取的糾正失誤的措施；

＊ 若有可能，說明產(chǎn)生失誤的原因；

＊ 不要保證以后再不失誤，出錯是難免的，僅僅說明將盡可能減少失誤率。

＊ 主動、樂觀、禮貌地結(jié)束信件。希望失誤能被原諒，并恢復(fù)正常貿(mào)易關(guān)系。

A.

Dear Mr Barrett,

The lathes you ordered are on the truck and should be your place on Friday of this week .

When I investigated the matter ,I was astounded to learn that original goods were sent to another custo9mer . Its hard to account for such an error ,and the only excuse I can offer is that weve had several part-time warehouse people this month to fill in for some of the regular crew who are on vacation .

I hope ,Mr .Barrett ,that this special shipment will compensate in part for the trouble we have caused to you. Please forgive us for our delay of shipment . 　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　Sincerely yours ,

親愛的巴雷特先生：

　　您所訂購的車訂床現(xiàn)已裝上卡車，將于本周五運至貴處。

　　當(dāng)我調(diào)查此事時，我吃驚地發(fā)現(xiàn)您原先的貨物竟被發(fā)給了另一個客戶。對于這一失誤我難以解釋，唯一可提供的理由是本月我方雇用了幾名兼職的倉庫人員來代替正在休假的正式員工。

　　巴雷特先生，我希望此次特殊的運貨能部分補給你方帶來的麻煩。請原諒我方發(fā)貨延遲。

B．

Dear Mr , Thomas,

Your Order No.578

We are very sorry to learn from your letter of 15th August that the cameras supplied to the above order were damaged when they reached you .We certainly agree to the special allowance of 10% discount on the invoiced cost which you suggest .

To avoid future inconvenience and annoyance to customers , as well as expense to ourselves ,we are now seeking the advice of a packing consultant and hope the able to suggest improvements in our methods of packing .

We regret the need for you to write to us and guarantee the safe delivery of your orders in future .　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　                                                Yours faithfully,

親愛的托馬斯先生：

　　貴方578號訂單從貴方八月十五日信函得知，上述訂單所訂購的照相機在運至貴方時有所毀壞。我深表抱歉。我方當(dāng)然同意貴方建議，依照發(fā)票金額給予10％的折扣。

　　為避免今后給客戶帶來不便和煩惱，同樣也為了減少我們的損失，我方現(xiàn)咨詢一位.顧客問，尋求饈方法的改進措施。

　　非常抱謙讓貴方不得以寫信通知我方，并保證今后能為貴方安全發(fā)貨。

C.

Dear Mr . Smith,

　　With reference to your letter of 6th September ,in which a claim was lodged for a short delivery of 500 silk-carpets , we wish to express our deepest regret over the serious mistake .

　　The mistake is entirely our own .It occurred as a result of staff shortage during the busy season and the fact that the number of goods is not counted carefully. We will make payment by remittance for $382. 00, the amount of claim , upon receipt of your agreement .

　　Its embarrassing to cause inconvenience to any customer ,but unforgivable when that customer is so highly valued as you . Red-face and contrite ,I ask your indulgence and offer you my personal assurance of better service in the future .]

With best regards .

親愛的史密斯先生：

關(guān)于貴方九月六日信中要求對短缺五進件絲毯進行索賠一事，我方深表遺憾，非常抱歉出現(xiàn)這一嚴(yán)重失誤。

失誤的造成完全是我方的原因。在此銷售旺季，由于員工短缺，未能仔細(xì)清點貨物數(shù)量。如貴方同意，我方將電匯索賠金額382狀元。

給顧客帶來不便是很令人窘迫的，尤其是給像您這樣重要的客戶帶來不便是無法求得諒解。我羞愧而懊悔地請貴方包容這一失誤，并保證今后提供更優(yōu)質(zhì)的服務(wù)。

D.

Dear Sirs,

　　We are in receipt of your letter of 20th June ,and regret the error in the statement of account for May .When this statement was made up ,it was not noticed that two items had been crossed off in invoice L903 , with the result that you were overcharged by US $ 154 .

　　We enclose credit note for the above sum so that you may deduct it from the total before sending off your remittance .

We apologize once again for the error . 　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　Yours faithfully,

親愛的先生們：

我方現(xiàn)已收到您六月二十日來信，非常抱歉五月份財務(wù)結(jié)算中出現(xiàn)的錯誤。在結(jié)算中，我方疏忽了L903號發(fā)票已刪去兩項，導(dǎo)致多收您154美元。

隨函附上上述款項的信用票據(jù)，您在電匯以前，可先減去此部分金額。

 

再次對我方工作中的失誤表示抱歉。

E.

Dear Mr. Osler,

　　I was distressed to receive your March 10 letter about the curtness of our sales representative .

I looked into the matter and found out that the representative in question was in the process of leaving our company to enter a new field .You happened to telephone him on his final day . I can only immagine he felt little sense of responsibility and allowed himself to argue with you .

　　I apologize for his behavior .There is no corrective action I take , since he no longer works here . However ,we have intensified the training and supervision of our sales staff. Im sure you will find them courteous ,knowledgeable , and helpful in future .

I hope this matter will not affect your good opinion about us . 　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　Yours faithfully ,

親愛的奧勒先生：

　  從您三月十日來函獲知我公司銷售代表敷衍草率，我深感苦惱。本公司到新行業(yè)工作。碰巧您打電話是他最后天上班。我只能想象，他當(dāng)時任責(zé)心不強，竟然同您發(fā)生爭吵。

　  對他的行為我深表抱歉。我無法采取行動加以糾正，因為他已不再這里任職。

然而，我們已加強對銷售人員的教育和監(jiān)督。我相信今后您會發(fā)現(xiàn)他們都是有禮貌、精明和有助的。

我希望此事會影響您對本公司的良好印象。

（二） Make Adjustments or Reject the Customers Request (調(diào)整或拒絕客戶的要求)

顧客并非總是正確的。有時，他們會發(fā)出含糊的訂單，要求獲得不應(yīng)得的折扣，或退回?zé)o法再行出售的訂貨等。解決此類抱怨或索賠，應(yīng)注意以下幾點：

＊ 信中應(yīng)強調(diào)造成誤解的原因。

＊ 巧妙地表達你可接受和不可接受的要求，應(yīng)委婉、非常強硬地拒絕對主就合理的要求；

＊ 勸說客戶接受你的建議或折衷方案，努力保持彼此間的合作和支誼。

A．Make Adjustments (提出折衷方法)

a.

Dear Mr. Kennan,

　　We very much regret to leam from your letter of 2nd May that you are not satisfied with the quality of rice delivered .

　　We are arranging for our Mr .Wang to call on you next week to compare the rice delivered with the samples we sent you previously .If it is found that the quality of our shipment is inferior to the samples , we are willing to take all responsibility . 　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　Sincerely yours ,

親愛的凱南先生：

從貴方五月二日來函得知，貴方對收到的大米質(zhì)量不滿意，我方深感遺憾。

我方正安排王先生下周拜訪貴方，對原先樣品和所運大米進行質(zhì)量比較。如發(fā)現(xiàn)確是我方所發(fā)的大米質(zhì)量低劣，我們愿承擔(dān)一切。

b.

Dear Miss Stanley ,

　　I am very sorry you did not receive the eight 　6－hp motors you wanted , and I guess both of us share the mistake .

　　Your order (photocopy enclosed )lists the 7.5-hp motor along with its stock number ,yet the price indicated is for 6-hp motor .Since youve regularly ordered the 7.5, we assumed that this one was what you really wanted ,and we went ahead and shipped it .We should have checked with you ,and Im sorry we didnt .

　We will ,of course , ship the eight 6-hp motors immediately .Do you think you might sell the 7.5s? If so , you may wish to keep them a while , and if they dont move , you can return to us .In any event , well pay all shipping charges .

　　Im delighted youre having such a good season with Seal line . Well be ready for your next orders . I promise no mixups. 　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　Sincerely yours,

親愛的斯坦利小姐：

很抱歉您未收到的8臺海豹牌6馬力發(fā)動機，我想你我雙方都應(yīng)承擔(dān)部分任責(zé)。

隨函附上訂單的復(fù)印件，計單上所列的是7.5馬力發(fā)動機和它的訂購數(shù)量，然而注明的價格卻是6馬力發(fā)動機的價格。由于您一直定期訂購7.5馬力，故我們認(rèn)為這次您同樣需要7.5馬力發(fā)動機。

我們在發(fā)貨前應(yīng)與您核實訂單，很抱歉我們未這樣做。  

當(dāng)然，我們將立即發(fā)運8臺6馬力發(fā)動給您。您可否將7.5馬力發(fā)動機售出？如可以，您可將上次訂貨保留一段時間，如無法出售，您可退貨。無論如何，我們將承擔(dān)運輸費用。

我很高興，在貴地海豹產(chǎn)品銷售很好。我們期望您的下次訂單。我保證不會再混淆了。